Unified support has streamlined multichannel workflows and has reduced operational costs significantly
What is our primary use case?
In our organization, we utilize Freshdesk Omni as a comprehensive customer support solution, serving as a centralized platform for managing customer interactions across multiple channels, which include email, phone, chat, and social media. It addresses disparate support channels and manual ticket routing.
We utilize Freshdesk Omni to handle customer complaints and keep a record of them in terms of ticketing tool, which has helped us manage workload across multiple support channels from a single window. It also allows us to combine tickets, chats, and call routing by defining a limit for each agent in our team individually.
What is most valuable?
Freshdesk Omni offers best features such as disparate support channels, manual ticket routing, lack of customer context, managing multiple channels, handling ticket assignment from multiple channels, and combining tickets, chats, and call logs all in one platform.
Combining tickets, chats, and call routing enables us to manage workload across multiple support channels from a single window while saving a lot of time.
Freshdesk Omni has positively impacted our organization by helping us reduce operational costs, such as through automating tasks, and we have been able to reduce our operational cost from 30 to 55%. It has reduced manual work and enhanced collaboration. At the beginning, employees faced challenges adapting to the system, but eventually, they learned how to use it. It is very easy to use, train, and is very adaptable.
What needs improvement?
According to my experience, there is not much to dislike or state that Freshdesk Omni needs improvement, but I would highlight that the initial setup with Microsoft 365, specifically email filtering, was time-consuming to configure. Additionally, setting up Freshdesk Omni with Dialpad and Amazon Connect requires multiple configurations, API integrations, and permissions that may be difficult for non-technical users.
I have noticed regular ticket updates or lag in call pop-ups, especially during high call volumes, which could be improved.
I have not really noticed any significant areas where Freshdesk Omni could be improved; the customization of fields and SLAs is great.
For how long have I used the solution?
I have been using Freshdesk Omni for six years.
What do I think about the stability of the solution?
Freshdesk Omni is very stable.
What do I think about the scalability of the solution?
Freshdesk Omni's scalability is very effective; it grows with my organization's needs.
How are customer service and support?
The customer support provided by Freshdesk Omni is very proactive and supportive.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
I previously used Zoho Desk, and we switched from Zoho Desk to Freshdesk Omni because the features and functionality were similar to Zendesk, but the initial cost was lower, and they were very helpful with the initial configuration and deployments.
How was the initial setup?
According to my experience, there is not much to dislike or state that Freshdesk Omni needs improvement, but I would highlight that the initial setup with Microsoft 365, specifically email filtering, was time-consuming to configure. Additionally, setting up Freshdesk Omni with Dialpad and Amazon Connect requires multiple configurations, API integrations, and permissions that may be difficult for non-technical users.
Which other solutions did I evaluate?
Before choosing Freshdesk Omni, I evaluated other options, specifically the Zendesk Suite.
What other advice do I have?
I would rate Freshdesk Omni an eight out of ten.
I choose this rating because it is very easy to use, cost-effective, and for any typical technical support help desk use case, Freshdesk Omni has been great. It has advanced features for automating responses and canned answers where appropriate. I appreciate the AI functionality, which seems good, but we are not leveraging it at this point, given the volume of tickets.
Freshdesk Omni is one of the best solutions, very cost-effective and affordable.
We save time by having a single source system to interact with our customers and easily track issue history. Customers appreciate the value of viewing their tickets in the customer portal, and they often provide feedback on closed tickets to track satisfaction scores.
Freshdesk Omni has all the functionality you will need whether you are a small business or an enterprise. It is perfectly suitable for any size of organization.
My advice to others looking into using Freshdesk Omni is that it has been great and has advanced features for automating responses and canned answers where appropriate, which saves a lot of time. Therefore, I highly recommend it as a tool.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
AI-driven support has transformed response times and now automates most customer queries
What is our primary use case?
My main use case for Freshdesk Omni is utilizing artificial intelligence to enhance our response time and efficiency significantly. This advanced technology allows us to swiftly analyze vast amounts of information simultaneously, ensuring that we can respond to our user queries in under a minute. Integrating AI into our process has improved overall service quality and user satisfaction.
A specific example of how I use Freshdesk Omni's AI capabilities in my daily workflow is when I consider a use case where I am answering questions manually, and the same can also be done with the help of an AI tool. Freshdesk Omni does it with the AI tool, hence saving cost and able to serve a lot of customers simultaneously.
What is most valuable?
The best features Freshdesk Omni offers include self-service, agent-led conversational support plus advanced ticket management for issues that require collaboration across teams. Additionally, it provides automation with communication tools, integration with third-party services, and customization of fields and SLAs.
Out of all those features, the one that has had the biggest impact for my team is the advanced features of automating responses and canned answers where appropriate. The AI functionality is strong and saves time through a self-service portal. It is able to answer all the queries that our customers have.
Self-service when we are closed is great. The AI takes over and provides quick responses for simple questions.
Freshdesk Omni has positively impacted my organization by automating processes, resulting in significant cost savings. There have also been cost savings through AI where they answer the questions. It has also enhanced efficiency, making the overall experience smooth and effective for both the requester and the administration team. Additionally, it elevates our support team, customer service, and boosts our productivity by allowing the support team to focus on other strategic tasks. We have also been able to save a lot of time through the automation of AI and bots. As customer support, we do not have to respond to our customers directly unless the question is very advanced or they require human intervention.
I can share that it has elevated our customer support by 65 percent when it comes to time saved and cost savings.
What needs improvement?
Regarding improvements, one way Freshdesk Omni can be improved is that the reporting generation automation does not work well.
For how long have I used the solution?
I have been using Freshdesk Omni for 5 years.
What other advice do I have?
I did purchase Freshdesk Omni through the AWS Marketplace.
My advice for others looking into using Freshdesk Omni is to focus on performance and internal communications.
Before we wrap up, I would like to share that I love how with Freshdesk Omni, we have been able to resolve customer concerns faster while boosting our agent productivity and improving our internal communication in my organization.
I would rate this product as an 8 out of 10.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Beginner-Friendly Omnichannel SaaS with Responsive Support
What do you like best about the product?
An omnichannel platform and an easy-to-use SaaS product that’s beginner-friendly, with a responsive support team always on hand. Easy to explore and test workflows without any hassle.
What do you dislike about the product?
Occasionally, integration issues with the third-party tool integrated with Freshworks can impact and delay the support team's resolution process.
What problems is the product solving and how is that benefiting you?
A single unified tool that eliminates the need to hop between multiple tools and tabs saves time with a self-service live dashboard for tracking metrics and measuring performance.
Great Fit for a Small Team with a Generous Trial and Helpful Integrations
What do you like best about the product?
Freshdesk has been a great fit for our small team. The trial version gave us plenty of time to explore the features, try out different integrations, and get a clear sense of how everything would work for us.
What do you dislike about the product?
I didn’t have any issues with Freshdesk as a product. What I found most frustrating was the transition from the trial period to a paid subscription. I had trouble reaching my sales contact, even after several follow-ups. When I eventually connected with another salesperson, I still struggled to get my questions answered in a timely way. Overall, this part of our engagement with Freshdesk was the most difficult and frustrating.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me manage my department's workload, creates continuity of service, and a single point of entry for our incidents, requests, and questions.
Freshdesk Makes Patient Support Organized, Professional, and Easy to Manage
What do you like best about the product?
I work as a Dietician and Nutritionist, manage a homeopathy clinic, and also create health education and teaching content. My work involves handling patient queries, follow-up questions, and general support communication. Freshdesk helps manage this type of communication in a more organized and structured way.
What I like most about Freshdesk is its ease of use. The interface is simple and does not feel technical, so it is easy to understand even without prior experience. Basic tasks like checking queries, replying, and tracking conversations feel smooth.
Setting up Freshdesk and getting started with ticket handling is straightforward. It does not require much effort to understand how things work, which makes it suitable alongside regular clinic work.
Freshdesk brings all support-related communication into one place. This helps avoid missing messages and makes it easier to review past conversations when needed. It improves clarity in patient communication and follow-ups.
I have used Freshdesk mainly when support or query management was required, and it fit well into clinic coordination work. The features provided are practical and focused on real support needs.
The tool offers a good number of features without making things complicated. Email integration and conversation history are especially useful for keeping communication organized.
Overall, Freshdesk supports a more professional and systematic way of handling support and communication. It helps keep queries organized, responses timely, and clinic communication easier to manage.
What do you dislike about the product?
There are no strong issues that stand out for me in Freshdesk. At first, it takes a little time to get used to how different sections are arranged, especially if someone is new to support tools. After some use, things start to make sense.
For basic support work, the platform offers many options, so understanding which ones are actually useful for your work can take a bit of time. This is more about getting comfortable with the tool rather than a problem with the software itself.
lThese are small adjustment points and do not take away from the value Freshdesk provides for managing support and communication.
What problems is the product solving and how is that benefiting you?
Handling patient queries and follow-up messages from different places can become confusing and time-consuming. Freshdesk helps by bringing all support communication into one system, so messages do not get missed or lost.
It makes it easier to track who asked what and whether a response has already been given. This is useful when managing follow-ups, appointment-related questions, or general clinic queries.
Freshdesk also helps keep communication more organized. Queries can be handled in a proper order instead of replying randomly, which improves clarity and avoids repeated questions.
Another benefit is that past conversations are easy to check. This helps understand context before replying and makes responses more accurate and professional.
Overall, Freshdesk saves time, reduces confusion, and supports smoother communication. It helps manage support work in a more structured way, which is useful for clinic coordination and patient communication.
Efficient customer service
What do you like best about the product?
ease of use and quick learning for new users
What do you dislike about the product?
the closure of the modification of your reports
What problems is the product solving and how is that benefiting you?
customer service
Freshdesk in Everyday Life: Intuitive Ticket Processing, Easy Exchange Integration & Strong Branding
What do you like best about the product?
One has the possibility to edit tickets very simply, and when necessary, the numerous other functions come into play. The integration with Exchange is super easy and just as simple to administer.
The management of agents is also very good: You can set up access for them within minutes and organize everything neatly. To customers, the whole thing also appears professional because you can brand many things in the look of your own company.
There are also many options for customers, so they are always up to date on the status of their ticket – whether by email or directly in the portal. We haven't needed customer support so far, which is also a very good sign for me.
We use Freshdesk in everyday life and wouldn't give it up so easily.
What do you dislike about the product?
The contact management is generally good. However, if you want to use Freshdesk for internal purposes, where often a name and an email address are sufficient, Freshdesk unfortunately does not suffice. Instead, you have to provide additional information, even though it is not really necessary in such cases.
What problems is the product solving and how is that benefiting you?
We needed Freshdesk so that our customers have an easy way to reach us, and Freshdesk has definitely achieved that. Additionally, we also use it internally as a ticketing system. This allows us to clearly capture and address emerging issues and topics.
Intuitive, Stable, and Easy to Set Up
What do you like best about the product?
I like that Freshdesk is intuitive, which makes it easy to use. I also appreciate its stability in daily performance. Additionally, I found that the initial setup was very easy.
What do you dislike about the product?
reports with a slight delay in data loading
What problems is the product solving and how is that benefiting you?
I use Freshdesk for the centralization of requests, prioritization, tracking, and traceability.
Efficient IT Support with Ease of Use
What do you like best about the product?
I really like the ease of use of Freshdesk. It's been very helpful in allowing us to easily create and manage tickets and report back metrics to senior leadership. The SLAs work well, and so do the dashboards and reporting, which help us track engineer performance and customer satisfaction. The initial setup was very easy, which made the transition from Jira, which was a bit clunky, much smoother.
What do you dislike about the product?
I find the customization of the portal to be very limited. There's a lot of hidden CSS, which makes it tricky to customize to our exact liking. It would be great if we could access all CSS/HTML so we have the option to completely re-write if we wanted to.
What problems is the product solving and how is that benefiting you?
Freshdesk lets me easily create and manage tickets, report metrics to leadership, and track engineer performance and customer satisfaction. The SLAs, dashboards, and reporting features are effective, and everything is easy to use.
Intuitive, User-Friendly UI with Plenty of Features
What do you like best about the product?
The overall UI is very intuitive and friendly to use with enought features.
What do you dislike about the product?
Only downside I can think of is Freshdesk lacking behind of mature AI features
What problems is the product solving and how is that benefiting you?
Freshdesk is our ticketing tool for all the customers on the platform. It solves the decentralisation of issues and queries and packs it at one place to structure, automate and handle.
